Service Recovery Pada Hotel Swiss-Belinn

Trisnawati, Juliani Dyah (2021) Service Recovery Pada Hotel Swiss-Belinn. In: Seminar Nasional Manajemen (Senim 6), 5-6 Oktober 2021, Universitas Negeri Surabaya.

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Abstract

In the hotel industry, there are main benchmarks for businesses to survive and run well, namely through customer satisfaction by listening to their complaints. Customer voices are often received in the form of complaints that are reported to the hotel due to service failures. The topic of this research is Service Recovery in the hospitality industry, using primary data sources by distributing online questionnaires. The sample used in this study were 211 questionnaires. Data were analyzed by using Structural Equation Modeling (SEM) technique using AMOS software. The results showed that procedural justice and interactional justice had a significant positive effect on customer satisfaction. Distributive justice, interactional justice, and customer satisfaction had a significant positive effect on trust. Customer satisfaction had a significant positive effect on customer loyalty. The other variables, namely distributive justice to customer satisfaction, procedural justice to trust, and trust to customer loyalty showed no significant effect.

Item Type:	Conference or Workshop Item (Paper)
Uncontrolled Keywords:	Service Recovery; customer satisfaction; trust; customer loyalty
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Eko Setiawan 194014
Date Deposited:	08 Apr 2023 23:25
Last Modified:	08 Apr 2023 23:25
URI:	http://repository.ubaya.ac.id/id/eprint/43858

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